Use Desk Phones with Service Cloud Voice (Pilot)
Where: This change applies to Lightning Experience in the Enterprise, Performance, and Unlimited editions. This pilot is available on orgs where Service Cloud Voice with Amazon Connect is set up.
All models of Service Cloud Voice are available as an add-on license in Service and Sales Clouds. Service Cloud Voice with Amazon Connect and Service Cloud Voice with Partner Telephony from Amazon Connect are available as an add-on license in Government Cloud.
Who: Agents with the Contact Center Agent permission set can set their phone type in orgs that are participating in the pilot.
Why: Let agents use the phone that they’re most comfortable with. Previously, hardphones weren’t supported on Service Cloud Voice with Amazon Connect.
How: Contact your Salesforce account executive to learn more about participating in this pilot.